The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Notice to patients regarding data collection
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.
FOIA Request Form
Telephone calls from patients to the practice may be recorded for legitimate reasons, triage calls from the practice to patients may also be recorded for medico-legal purposes, staff training, and audit.
We are happy to listen to ideas and suggestions that will help improve our service.
Writing to the Practice Manager or filling our online feedback form are possible ways of letting us have your comments.
The Portland Practice operates a Complaints Procedure which meets national criteria. A leaflet containing the details of our Practice's complaints procedure can be found at the bottom of this page.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to us know as soon as possible. This will enable us to establish what happened more easily. If your problem cannot be sorted out this way and you wish to make a complaint please write to the Practice Manager, The Portland Practice, St Paul's Medical Centre, 121 Swindon Road, Cheltenham, Glos GL50 4DP.
Please note that patient confidentiality is paramount and we are unable to discuss a patient’s treatment and or condition with anyone other than the patient unless the necessary “Third Party Consent Form” has been completed.
This procedure does not deal with matters of legal liability or compensation.
What we shall do
Acknowledge your complaint within three working days.
Inform you of how the complaint will be handled.
Inform you of the likely time the investigation is anticipated to take.
Inform you of the timescale in which the response is likely to be sent.
When we look into your complaint, we shall aim to:
Find out what happened and what went wrong.
Make it possible for you to discuss the problem with those concerned, if you would like this.
Make sure you receive an apology, where this is appropriate.
Identify what we can do to make sure the problem doesn't happen again.
We hope that if you have a problem, you will use our Practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice. However this does not affect your right to approach NHS England if you feel cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact the Complaints Manager, NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
SEAP is a free, independent advocacy service that can help you with a complaint about any aspect of your NHS care or treatment. The contact details for Gloucestershire are:
PO Box 375
0300 343 5710
By telephone: 0800 652 5193
The Parliamentary Health Service Ombudsman
Is responsible for reviewing formal complaints about the NHS in England that have not been resolved by the Practice or other NHS organisation. If you would like them to review your complaint you must contact them within 2 months of receiving a final formal written response from the practice or NHS England.
Telephone: 0345 015 4033Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
Portland Practice Complaints Procedure Leaflet
It is there to improve our health and well-being, supporting us to keep mentally and physically well, to get better when we are ill and, when we cannot fully recover, to stay as well as we can to the end of our lives. It works at the limits of science – bringing the highest levels of human knowledge and skill to save lives and improve health. It touches our lives at times of basic human need, when care and compassion are what matter most.
For Further Information on the NHS Constitution please click the document below:
The NHS Constitution
The Portland Practice has been registered by the Care Quality Commission (CQC) under the Health and Social Care Act 2008.
CQC are the independent regulator of health and adult social care services in England. CQC make sure that the care provided by The Portland Practice meets government standards of quality and safety.
CQC inspect The Portland Practice to check whether or not standards are being met. The inspections take place regularly and at any time in response to concerns. Patients may be asked to discuss their feelings about the practice and its services during CQC inspections. In between inspections CQC continually monitor all the information they hold about The Portland Practice.
For further information on CQC please visit the CQC website on http://www.cqc.org.uk/.
CQC Statement of Purpose 2017
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